Draft Details

Designation:CSA ISO 10001
Review start date:Nov 20, 2019
Review end date:Jan 20, 2020
Contact email:sue.ruscetta(at)csagroup.org
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Draft Scope/Description:

This document gives guidelines for planning, designing, developing, implementing,
maintaining and improving customer satisfaction codes of conduct.
This document is applicable to product‐ and service‐related codes containing promises made
to customers by an organization concerning its behaviour. Such promises and related
provisions are aimed at enhanced customer satisfaction. Annex A provides simplified
examples of components of codes for different organizations.
NOTE Throughout this document, the terms “product” and “service” refer to the outputs of
an organization that are intended for, or required by, a customer.
This document is intended for use by any organization regardless of its type or size, or the
products and services it provides, including organizations that design customer satisfaction
codes of conduct for use by other organizations. Annex C gives guidance specifically for small
This document is aimed at customer satisfaction codes of conduct concerning individual
customers purchasing or using goods, property or services for personal or household
purposes, although it is applicable to all customer satisfaction codes of conduct.
This document does not prescribe the substantive content of customer satisfaction codes of
conduct, nor does it address other types of codes of conduct, such as those that relate to the
interaction between an organization and its personnel, or between an organization and its

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